- Act as the primary technical point of contact for assigned Nice Cxone enterprise clients.
- Function as a subject matter expert (SME) in one or more areas of the product domains, at the same level as Level 3 Technical Support Engineer.
- Diagnose and resolve the break/fix problems raised by the assigned enterprise clients.
- Organize and lead multi-participant customer calls, including critical and difficult escalations with senior executive involvement ( C-level and VP-level executives).
- Work closely with Technical Support Engineers (TSEs) who typically own many of our customers' technical support cases to ensure timely status updates, customer communication, duplication, and root cause correction.
- Teamwork and build relationships with internal stakeholders (Technical Account Managers, I----------- Managers, etc.) to develop and execute a seamless plan to ensure that the customer is successful.
- Provides weekly, bi-weekly or monthly updates on customer’s technical support cases. Discuss the next steps and potential areas of improvement on how issues can be prevented in the future.
- Familiarization with the customers’ technical environment through regular communication and sharing that detail with others to improve teamwork and success. This includes planning for and anticipating new enhancements or additional products added by the customer.
- Responsible in creating useful knowledge content and updates existing knowledge base articles using Knowledge Centered Service (KCS) methodology.- Act as the primary technical point of contact for assigned Nice Cxone enterprise clients. - Function as a subject matter expert (SME) in one or more areas of the product domains, at the same level as Level 3 Technical Support Engineer. - Diagnose and resolve the break/fix problems raised by the assigned enterprise clients. - Organize and lead multi-participant customer calls, including critical and difficult escalations with senior executive involvement ( C-level and VP-level executives). - Work closely with Technical Support Engineers (TSEs) who typically own many of our customers' technical support cases to ensure timely status updates, customer communication, duplication, and root cause correction. - Teamwork and build relationships with internal stakeholders (Technical Account Managers, I----------- Managers, etc.) to develop and execute a seamless plan to ensure that the customer is successful. - Provides weekly, bi-weekly or monthly updates on customer’s technical support cases. Discuss the next steps and potential areas of improvement on how issues can be prevented in the future. - Familiarization with the customers’ technical environment through regular communication and sharing that detail with others to improve teamwork and success. This includes planning for and anticipating new enhancements or additional products added by the customer. - Responsible in creating useful knowledge content and updates existing knowledge base articles using Knowledge Centered Service (KCS) methodology.
Skills: ACD Management · Session Initiation Protocol (SIP) · Software as a Service (SaaS) · Integration · Voice over IP (VoIP) · REST APIs
